Complaints

This profile includes complaints for Temu.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Temu.com

  31 Saint James Ave Ste 355 Boston, MA 02116-4101

• 

  Temu.com

  101 Arch St Boston, MA 02110-1130

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/15/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered April 10th delivered April 11th at 11:52 and I never received it and temu wont let me get a refund.

  Business Response

  Date: 04/23/2025

  Hello *****,

  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We understand how frustrating it can be not to receive a package, and we would like to assist you in resolving this matter as quickly as possible.

  We have checked the details you provided and can confirm that the package was delivered on April 11, 2025 at 11:52 AM EDT. If possible, our customer service department would greatly appreciate it if you could provide any available evidence, such as door camera footage or building security footage from around that time showing no delivery attempt. They will contact you about this issue on April 22. Please keep an eye on your inbox and respond to them with more details.

  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you have additional questions, please message us through Temu.com or Temu app live chat.

  Best wishes,
  *******

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two toys on the Temu platform that were labeled as suitable for ages 14 and above. However, the actual products I received were marked as suitable for children aged 6 and above. This indicates that these items did not undergo CPC certification, constituting commercial fraud. I demand compensation of $500 and the immediate removal of these products from the platform.

  Business Response

  Date: 04/23/2025

  Hello *****,
  
  I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your order has been refunded to you. Our customer service department has also offered you Temu credits as a gesture of compensation.
  
  Regarding the item certification, we have already had the relevant departments re-examine the product qualifications and have received a response confirming that the product qualifications are compliant. Please rest assured that we are committed to ensuring the safety and quality of our products, and we apologize for any inconvenience this may cause. Thank you for your understanding.
  
  Our customer service department has also emailed you and offered you an explanation through an email ticket on April 23. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  ******

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have ordered merchandise 3 different times and was given a $20.00 coupon for these purchases. The coupon says plainly order $20.01 to qualify to use this coupon the only exception is video game equipment and jewelry which neither of which I was trying to order. I called customer service several times have been put on hold several times and even hung up on more than once. I have been given different excuses and lied to in different ways. Boo one will tell me why temu will not honor their own coupon. Honestly it sounds like a scam and should be reported to the better business bureau department but I thought I would try one more time to allow temu to honor their coupon you get from purchasing from their company. If not resolved then I will contact the better business bureau and my lawyer because I spend allot of money on temu and I don't like being scammed or lied to our treated ride or hung up on our spending hours repeating what is plainly printed on the coupon and what was advertised to get me to purchase more items. Please resolve this matter for me. I ask also that temu stops using this fraudulent coupon because it is unfair to your customers.

  Business Response

  Date: 04/23/2025

  Hello ********,
  
  I am ***** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry you are experiencing difficulties when using the coupons. We are committed to resolving this issue as soon as possible. According to our latest internal information, our customer service team reached out to you via email on Apr 22 to provide assistance and has been following up on this issue. Please check your inbox for more details and respond correspondingly if you have any further requests.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****

• Initial Complaint

  Date:04/15/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 10th i was trying to make an order using a coupon and when i finished and made the order the website said that something went wrong with the transaction so the order didn't go through. However, i go check my bank account and i find that temu actually made the transaction and took the amount needed for the order i made TWICE! I go back to the website to make sure my order is there and there's nothing! No order no tracking number just nothing.

  Business Response

  Date: 04/23/2025

  Hello Firdaous,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. Upon checking, the pending amount you see is an authorization hold placed by your bank or financial institution at the time of the transaction. These are temporary holds and not actual charges.
  
  If you require the authorization hold to be released sooner, we kindly recommend that you contact your bank or financial institution for further help.
  
  Our customer service department has also offered you an explanation through an email ticket on April 22. Please check your inbox for more details and respond correspondingly if you have any other requests regarding this matter.
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PO-211-***************** 1000000004630379-Hailify tracking.On Mar 29th, My order was attempted to be delivered but was refused by *** because they cant scan the package in. Hailify the shipper never updated my address at 1st but finally did. After numerous emails, chats, calls. The shipment was sent back to there warehouse and documented 3/30/25. I continously contacted temu and all they did was send me a automated message saying it was delivered. No one looked up the shippers info to see which is on Hailify website. Finally on 4/12/25 Hailify states it's lost they cant find the shipment. Temu refuses to answer my emails as well as refund me $31.46. They keep on telling me to speak to my merchant because there is a chargeback. I spoke to my merchant and canceled it so I can get my money per the agent on chat. Now no response. I want my refund! Why should Temu keep my merchandise and my money and I have no PRODUCT. I have a folder with proof of the run around I've experienced. Temu has lost a great customer indefinitely.

  Business Response

  Date: 04/23/2025

  Hello Chekena,

  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your orders have been fully refunded. $31.46 has been refunded to your original payment channel and $3.79 has been refunded to Temu Credit balance. Once the refund has been successfully processed, please note that it may take 5-14 business days for the refund to appear in your original payment method. Temu credits appear in your Temu credit balance within 3 minutes and can be used immediately.

  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.

  Best wishes,
  *******

  Customer Answer

  Date: 04/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ****

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a phone from these people and it did not end up making it to me I've messaged them and told them the issue and they refused to give me a refund you can clearly see on the address that they used is the wrong address my address does not have 106 in it so it clearly went somewhere else you're stating that someone signed for it okay well if someone sign for it it was not me I'm not seeking a refund I would like a replacement if this is possible I just want to be treated fairly just like any other customer I pay for something I did not get and I feel like I said be entitled to get a replacement and not be treated like I got scammed.

  Business Response

  Date: 04/22/2025

  Hello ******,
  
  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience this may have caused. Based on the results of our investigation, we aren't able to provide a reshipment/refund for your order. We have investigated this issue and our team has confirmed that the package was delivered on Apr 5. We also suggest that you directly contact the carrier to inquire about the package's whereabouts and request further assistance.
  
  Our customer service department has also offered you an explanation and proof of delivery through an email ticket on Apr 14. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.
  
  We know this might be frustrating, but please note that this is a justifiable solution based on the principle of fairness. We also suggest checking all possible locations around your house, such as your mailbox, parcel locker, and PO box, to locate the package. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you have additional questions, please message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *******

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order # PO-211-*****************-D01 I am filing this for my friend, ****** *****. She is disabled and has learning and mental disabilities. She ordered off of Temu and contacted them to return the items. They told us, they sent the refund QR code in an email, but she never received it. She contacted them again, and they refused to resend it so she could return 4 leg pillows. They are still unopened. She accidentally ordered these by mistake. They also told her, she was past the return date, but it stated on the online receipts she had until 4/26/25. They are taking advantage of a disabled person. The total was $105. I will help her send the items back, but Temu is rejecting the returns and wont send her the return labels or barcodes. She continues to get packages every day that she says she did not order, but she is very forgetful and on a lot of medication that may affect this. Please help. Thank you

  Business Response

  Date: 04/22/2025

  Hello ******,

  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

  We wanted to clarify the details regarding our after-sales period. The correct end date for this period is July 6, 2025. This means that you can request returns at any time before July 6, 2025.

  As part of your return process, please find attached your return QR code. Please pack your return items carefully and bring the package to the nearest *** location. Please scan your return barcode on the print machine at *** to print the return label, and then tape it to the return package for shipment. If the return barcode cant be scanned, please enter the code number on the device manually to print the return label. To ensure a smooth return, we recommend shipping the items back within 14 days of requesting the return.

  Furthermore, could you please provide our customer service department your order ID or a screenshot of the unauthorized order? This information will help us investigate the issue more effectively. Once we receive your response, we will create a ticket to verify if your account has been compromised and take the necessary steps to resolve the situation.

  Our customer service department has also offered you an explanation through an app message on April 17. Please check your Temu account for more details and respond correspondingly if you have any other requests regarding this matter.

  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.

  Best wishes,
  *******

• Initial Complaint

  Date:04/14/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My items multiple were delivered to the incorrect address. I contacted Temu CS via chat and phone call. I provided item #s multiple times. Was told this issue would be prioritized and escalated. I never heard one response, even after being told thee times it would be. In addition items were delivered to my correct address but the others were not That makes no logical sense. I'm on disability and have a fixed income. So, I didn't receive my items and am out of the funds I was charged. I'm just getting a ridiculous run around and empty promises. I have been using Temu for over 5 years and should be completed compensated due to their logistical errors My address is *************************************The packages were delivered to 493 Arcade instead.

  Business Response

  Date: 04/23/2025

  Hello *******,

  I am ****** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have investigated this issue and our team has confirmed that the correct items were delivered to the correct address as you provided.

  Our customer service department has been following up on this issue. They will provide you a detailed explanation about the issue you mentioned on April 23. Please keep an eye on your inbox.

  We know this might be frustrating, but please note that this is a justifiable solution based on the principle of fairness. We also suggest checking all possible locations around your house, such as your mailbox, parcel locker, and PO box, to locate the package. Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.

  Best wishes,
  ******

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 3 different packages that they keep felling to deliver they have a delivery company name GOFO express which keeps felling to deliver to my address so Ive been asking them for a refund for the pass 3 days now in they fell to give me my money back at this point I dont want them orders anymore I just want my money back how can they hold them packages in hold my money its not far this is bad business ?????? I just want a refund at this moment

  Business Response

  Date: 04/22/2025

  Hello *******,
  
  I am ***** from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  Thank you for your feedback and we are sorry for the inconvenience you may have experienced with the delivery process of your recent packages. We have verified the status of your packages: GF5175389379688, GF5182974824616, and GF5190116400780, and can confirm that all three have now been delivered.
  
  If you are not satisfied with any of the items in your order, you may apply for a refund within 90 days of purchase. To apply for a refund, login to the Temu app or Temu.com with the account used for your order, open the "Your orders" page, and click "Return/Refund." For detailed return instructions, please visit ****************************************************************.
  
  Additionally, we have confirmed that a refund for package GF5182974824616 was processed for you on April 16th. Once the refund has been successfully processed, please note that it may take 5-14 business days for the refund to appear in your original payment method. 
  
  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.
  
  Best wishes,
  *****

• Initial Complaint

  Date:04/14/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction - March 7th Amount paid - $51.18 Cause of issue I live in an apartment complex, A few days after I placed this order I see that the package was delivered to the Lobby, a picture was sent of it just lying on a table there in the lobby where anyone could take it, Instead of my front door as I requested, I wasnt even home at the time, I got home to see that nothing was on the table in the lobby so I called customer service, Ive been put on investigation for a month plus and now the app says I have exceeded the 30 day refund time, so I cant get a refund, after putting me on investigation for a month, During this time I called customer service and they kept saying There is nothing we can do The ordeal has really left me angry

  Business Response

  Date: 04/22/2025

  Hello Oghenerume,

  I am ******* from Temu.com. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.

  Thank you for your feedback and we are sorry for the inconvenience this may have caused. We have checked the order details you provided and can confirm that your order has been fully refunded to your original payment channel. Once the refund has been successfully processed, please note that it may take 5-14 business days for the refund to appear in your original payment method.

  Customer satisfaction is of the utmost importance to us and we are constantly working to improve our service quality. If you need any assistance, please don't hesitate to message us through Temu.com or Temu app live chat.

  Best wishes,
  *******